FAQ

Frequently Asked Questions

ORDERING & PAYMENT

Q: How do I place an order? 
A: Simply browse our website, add your favourite items to the cart, and proceed to checkout. You will need to provide your shipping details and choose a payment method (Credit/Debit Card or Cash on Delivery).

Q: What payment methods do you accept? 
A: We accept major Credit/Debit Cards (Visa, Mastercard, American Express) and Cash on Delivery (COD). For COD orders, a small processing fee applies. All payments are processed securely.

Q: Can I modify or cancel my order?
A: We can only attempt to modify or cancel an order before it has been processed and shipped. Please contact us immediately at deeprc999@gmail.com with your order number. Once your order has been shipped, it can no longer be cancelled. You may choose to return it upon delivery according to our Return Policy.

SHIPPING & DELIVERY

Q: Where do you deliver?
A: We offer island-wide delivery to all addresses in Singapore.

Q: What are the shipping options and costs? 
A: We offer FREE Standard Delivery for all orders S$35 and above. For orders below S$35, a standard shipping fee of S$4.90 applies. 

Q: How long will it take to receive my order? 
A:

  • Processing Time: Orders are typically processed within 1-3 business days (Mon-Fri, excluding public holidays).

  • Delivery Time:
    配送时间：

    • Standard Delivery: 3-5 business days after processing.
      标准配送： 处理完成后 3-5个工作日。

Total Time: Please allow for the total of processing + delivery time.

Q: How can I track my order?
A: Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your package. You can also find this information in your account order history.

Q: My tracking number isn't working. What should I do?
A: It can take 24-48 hours for the tracking information to activate and update in the courier's system after the shipping label is created. Please allow some time for the system to update. If it still doesn't work after 2 days, please contact us.

RETURNS & REFUNDS

Q: What is your return policy?
A: We offer a 7-day return policy from the date of delivery for most items in new, unused condition with original packaging and tags. Some items are final sale (e.g., personal care products). Please see our full Return & Refund Policy for all terms and conditions.

art a return?
A: Please do not ship the item back without authorization. First, contact us at deeprc999@gmail.com with your order number and reason for return. Our customer service team will guide you through the process and provide a Return Authorization number and instructions if your return is approved.

Q: Who pays for return shipping?
A: If the return is due to our error (wrong, damaged, or defective item), we will cover the return shipping cost. For returns due to change of mind, the customer is responsible for the return shipping fee.

Q: How long does it take to process a refund?
A: Once we receive and inspect your returned item, we will process the refund to your original payment method within 7-10 business days. Your bank may then take additional time to post the credit to your account.

ACCOUNT & SECURITY 

Q: Is my personal and payment information safe?
A: Absolutely. We use industry-standard Secure Sockets Layer (SSL) encryption technology to protect your personal and payment information. We do not store your full credit card details on our servers. All payments are processed through accredited payment gateways.

CONTACT US 

Q: How can I contact customer service?
A: For any questions not answered here, please email us at:deeprc999@gmail.com
Our team will respond within 1-3 business days.
Service Hours:  Monday - Friday, 9:00 AM - 6:00 PM (SGT UTC+8)